Supervisor, Card Experience at Stanbic IBTC

Description

• The Supervisor, Card Experience is responsible for overseeing day-to-day card related customer support and operations, ensuring seamless delivery of debit, credit and prepaid card services.
• The role focuses on service quality, regulatory compliance, issue resolution, and continuous improvement of card holder experience across channels. 
• The Supervisor will oversee the daily operations of the Card Experience Consultants, ensuring efficient and effective handling of card enquiries, transactions, and complaints.

Key Responsibilities

• Supervise Card Experience Consultants handling card-related requests and complaints.
• Track recurring card issues and recommend process or system improvements.
• Monitor call quality, process adherence, and resolution accuracy.
• Ensure compliance with the achievement of daily and weekly targets by the Card Experience team members.
• Ensure achievements of KPIs such as AHT, FCR, and CSAT.
• Ensure card processes comply with CBN regulations, PCI-DSS requirements and card scheme rules
• Supervise balance transfer, limit adjustment, contract closure, reactivation request, generate specialized reports etc. for Credit and Prepaid cards.

Qualifications

• Bachelor’s degree in business, Finance, Economics or a related field.

Experience Required:

• 4 - 7 years’ work experience, preferably in Bank or Fintech.
• Strong hands-on experience with card operations, customer experience, or contact center roles within a Bank or Fintech
• Prior supervisory or team-lead experience is an advantage.

Additional Information:
Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Meeting Timescales
• Producing Output
• Showing Composure
• Understanding People

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling